Bankonbet Casino - Аккаунт игрока был неожиданно закрыт.

Good morning Casino Guru,

I have been speaking with you for almost a month, and I have received no solution to my problem. I have an account with Bankonbet with €2500, and they closed my account without any apparent reason. I DO NOT HAVE, NOR HAVE I EVER HAD, AN ACCOUNT WITH BANKONBET, yet they closed my account after I attempted to make withdrawals, which were being canceled after a few days.

I did not accept a single bonus, so it was regular money without any restrictions, yet they closed my account and have held onto my €2500.

buenos días Casino Gurú

Llevo casi un mes, hablando y no me dan ningún tipo de solución a mi problema. Tengo una cuenta en bankonbet con 2500€ y me han cerrado la cuenta sin motivo aparente. NO TENGO NI HE TENIDO CUENTA EN BANKONBET, aún así me cerraron la cuenta, tras intentar realizar retiros, que iban siendo anulados a los pocos días.

No acepté ni un solo bono, por lo que era dinero normal sin ningún tipo de restricción y aún así me cierran la cuenta y se han quedado mis 2500€

Dear verdeap2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When did you create your casino account, and when was it closed?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thanks for answering Kristina.

I don't remember when I opened the account, but it was recent (less than two months) and no verification is required. I only played casino and some sports betting. And they closed the account without sending an email or anything, I just wanted to log in one day and they didn't let me. I contacted the chat and as always, automatic responses and no solution. I sent 4 emails and no response.

In the chat, the automatic response is that they were going to refund my money but I haven't received anything.

Gracias por contestar Kristina.

No recuerdo cuando abrí la cuenta, pero era reciente ( menos de dos meses ).y no hace falta verificación. Solo jugué a casino y alguna apuesta deportiva. Y la cuenta la cerraron sin enviar ni un mail ni nada, simplemente un dia quise entrar y no me dejaron. Me puse en contacto con el chat y como siempre respuestas automáticas y ni una solución. Envié 4 mail y ni una respuesta.

En el chat, la respuesta automática es que me iban a devolver el dinero pero no he recibido nada

Good morning. Nothing known yet?

Buen día. No se sabe nada aún?

Thank you very much for your reply, verdeap2023. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The communication between the casino and I has basically been to tell them to pay me and their response is that it is in the process of being paid and the financial department will do it shortly....Days go by and they cancel the withdrawals and ask me to do them again by bank transfer...After a few days they cancel it and so we are day by day, week by week....

La comunicacion entre el casino y yo ha sido basicamente decirles que me paguen y su respuesta es que esta en proceso de pago y el departamento financiero lo realizara en breve....Pasan los dias y anulan los retiros y me pide que los vuelva a realizar por tranasferencia bancaria...Al cabo de unos dias lo anulan y asi estamos dia a dia semana a semana....

I see that I won't get a solution to my problem either.

Veo que tampoco obtendré solución a mi problema

Thank you very much, verdeap2023, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear verdeap2023, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Bankonbet Casino representative to join this conversation. 

Dear Bankonbet Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear verdeap2023,

We would like to draw your attention to the following article from our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

Moreover, we would like to kindly confirm that according to the aforementioned article you account has been closed and the referred funds were deducted.

We hope this has clarified the case to you, thank you for your understanding! 

Kind Regards, 

Bankonbet Casino Team

That is not the case. I was able to withdraw once without any major problems, and then they stopped paying me and closed the account. I have not engaged in any fraudulent activity. And the funds have not been deducted anywhere on my part.

As I already wrote to you in the email, I sent you the complaint filed with the Curaçao Gaming Association claiming the unpaid money.

Eso no es así. Yo pude retirar una vez sin mayor problema, y luego dejaron de pagarme y cerrar la cuenta. Yo no he realizado ninguna actividad fraudulenta. Y los fondos no se han deducido a ningun lado de mi parte.

Como ya os escribí en el correo, os hice llegar la denúncia interpuesta en la Asociación de juego de Curaçao reclamando ese dinero no abonado.

Dear Bankonbet Casino,

we treat all accusations with the utmost seriousness. Could you please provide further details regarding the reasons for the account closure? Additionally, do you possess any evidence to support your claims?

Dear Katarina,

We would kindly request to check the information provided via email.

If you have any additional questions, please contact us.

Thank you for your cooperation.

Kind Regards,

Bankonbet Casino Team

Dear Bankonbet Casino,

thank you for your email. I have followed up with a response.